The Acknowledgement (voice only) tab is the place where you would define the flow (how it will sound to contacts when expected and/or unexpected telephone keypad responses are entered by the contact and how replays and retries are treated) of your campaign's voice contacts Additionally, the configuration options defined in this tab will allow you to:

  • Decide if a voice contact is a success or a failure by acknowledging or not acknowledging responses
  • Capture acknowledgement digits if desired (which will be noted in a campaign contacts export)

You can set up a different follow up messaging and subsequent action for each key on the telephone keypad that the contact may press as an acknowledgement to the campaign's initial or response follow up messaging. This feature is only applicable for messages delivered through the Voice feature of a campaign. SMS replies are configured on the Manage SMS page and Email responses can be queued as well if configured as a queued email, which would be done on the Email Routing page. It is recommended that the campaign designer pre-plan how the campaign's voice notification contacts are desired to flow before making configuration options here - considering how the notification will sound to the contact related to initial messaging, follow up messaging, the next action after follow up messaging, replays and retries and acknowledgement or non acknowledgement. Additionally, consider the desired outcome for contacts status as it relates to Success or Permanent failure.

Acknowledgement Tab

When this screen opens you are presented with all of the buttons that a caller could press, and what you would like to happen to the call once that button is pressed. In the Speak field for each number you may optionally enter text to be spoken to the contact when that button is pressed (Follow up messaging - Note: If no text is defined to speak, the contact will immediately be subject to the action as configured without having heard anything except the initial message). To the right of each button is a drop down menu to choose the action you would like to happen from the call after the follow up message. The options are as follows:

Acknowledgement Tab

  • Ignore digit, then continue – This will NOT mark the response as an acknowledgement but ignore the digit, then replay the original message again IF the defined number of replays as configured in the Voice tab is not exhausted. If the configured replays are exhausted, the next step will be Action(s) to execute when contacts do not select any valid option after the number of replays is reached.
  • Acknowledge & capture digit, and continue – If this option is chosen, the campaign contact will capture the digit pressed as the Acknowledgement digit, then set the contact to Success status. The campaign will terminate the call after a short timeout.
  • Hang up – If this option is chosen, the campaign will NOT mark the response as an acknowledgement, then hang up on the caller. If there are retries configured in the Voice tab, The contact will be placed into Waiting to retry status. If there are no retries configured, or the number of retries is exhausted, the contact will be placed into Permanent failure status.
  • Acknowledge & capture digit, and hang up – This option will present the same result as "Acknowledge digit, then continue" except the hangup will be immediately after the defined text (if any is configured) for the response has been spoken to the caller. The contact will be placed into Success status.
  • Connect – This option will not mark the response as an acknowledgement and then will connect to a desired IVR (for example, you may have an IVR dedicated for the purpose of bringing outbound campaign contacts to an agent for help in the event of a repeated invalid response). A second dropdown menu will appear when this selection is made to allow the selection of the desired IVR to connect the contact to.

    Acknowledgement Tab

  • Acknowledge & capture digit, and connect – This option will capture the response as an acknowledgement digit, then set the contact status to Success status. The contact will then be connected to the IVR as configured (as noted in the Connect option above).
  • Transfer – This option will not mark the response as an acknowledgement and will then transfer the contact to a telephone number (For example: You may have a telephone number to a separate service dedicated for the purpose of bringing outbound campaign contacts to a representative for help in the event of a repeated invalid response). A text entry box will appear when this selection is made to allow the entry of the desired telephone number to transfer the contact to.

    Acknowledgement Tab

    Since the contact has been transferred to a telephone number for resolution to the invalid response, to reduce annoyance to the contact, the campaign will ignore any configured or non exhausted retries and place the contact in Permanent failure status.

  • Acknowledge & capture digit, and transfer – This option will capture the response as an acknowledgement digit, then set the contact status to Success status. The contact will then be transferred to the telephone number as configured (as noted in the Transfer option above).

If a contact provides no response via the telephone keypad, the campaign will look to see if any Replays are configured in the Voice tab. If there are a number of replays configured, the campaign will replay the original message that number of times in absence of any subsequent telephone keypad responses from the contact. Once the Replays are exhausted (or if there are none configured) the contact will be directed to the Action(s) to execute when contacts do not select any valid option after the number of replays is reached section for the next action. If there are no Retries defined in the Voice tab or if the Retries have been exhausted, the contact will be placed in Permanent failure status. If there are Retries configures and they have not been exhausted, the contact will be placed into Waiting to retry status.

Example:

If you are running a voice campaign that delivers appointment reminders to contacts, you might give your contacts the options to press 1 to confirm the appointment or press 2 to cancel the appointment. Finally, if the contact fails to press any of the given options and the Max Replays have been exhausted, you may set up what will happen to the call if that happens. Using those options, your acknowledgement tab may look like this:

Acknowledgement Tab

  • If the contact presses 0, the status will be set to "Permanent Failure" and then the contact will be connected to an IVR to be taken to an agent.
  • If the contact presses 1, the appointment confirmed message will be spoken, and the acknowledgement digit will be captured. The contact will be set to "Success" status.
  • If the contact presses 2, the appointment cancellation message will be spoken and the acknowledgement digit will be captured. The contact will be set to "Success" status.
  • If the contact presses any other option, the invalid response message will be spoken and no acknowledgement digit will be captured, then:
    • If there is a replay configured, the original message will be played.
    • If there are no replays configured or if replays have been exhausted, the Actions to execute when contacts do not select any valid option after the number of replays is reached message (Please hold while we connect you...) plays, then the contact is connected to the configured IVR and taken to an Agent.
    • The contact is set to Permanent failure status.

Note: It is recommended to put a response for each key as it will make call treatment flow more smoothly and sound more natural to the contact.

If you chose to use the Voice Recordings option when setting up your campaign, you will also be prompted to use that option when it comes to your acknowledgements. When setting up your acknowledgements, the screen will look like this:

Acknowledgement Tab

Adding or removing a file follows the same steps as setting up your Introduction or Content recordings. For more information on how to add or remove a voice file see Voice Campaigns Using Voice Recordings.

As with the text to speech acknowledgements, it is best practice to add a recording for each digit to ensure good call flow and to minimize confusion for customers.

Note: Connect options will send contacts to an IVR of your choice. You may desire to have these IVR's and their associated queues named in such a manner as to accept calls from any campaign but for the same purpose (i.e. cancellations or confirmations). That way, the Agent will know what the purpose of the connection to an agent will be for without having to ask the contact. Additionally, with the desktop Contact Center version 11.8 and above, the name of the campaign that the contact was reached from AND the full name of the contact will be automatically presented to the Agent - ensuring the Agent will know who the contact is.

For more information, please refer to the following articles: